In an agreement on the service level contract, it is stated what both parties want to achieve with their agreement, as well as an overview of each party`s responsibilities, including expected results with performance criteria. A service level agreement usually has a duration specified in the agreement. All services included in the agreement are described and may also contain details on procedures for monitoring the performance of services as well as on reflection procedures. A Service Level Contract (SLA) is a contract between a company and its customer that describes the details agreed upon by both parties in a transaction. The types of ALS an organization can use depend on many important aspects. While some are geared towards groups of individual customers, others discuss issues of interest to entire companies. This is because the needs of one user differ from those of another. Below, you will find a list of the types of ALS used today by companies and how each of them is used for certain situations: management elements should contain definitions of standards and measurement methods, reporting processes, content and frequency, a dispute resolution process, a compensation clause to protect the customer from third-party disputes in the event of a breach of service level (this should already be contract). and a necessary mechanism to update the agreement. Tools to automate the collection and display of performance data at the service level are also available. Many different factors need to be taken into account in determining which ALS structure is best suited to an organization. For example, the client is responsible for providing a representative to resolve issues with the ALS service provider. The service provider is responsible for meeting the level of service defined in the ALS.
The service provider`s performance is assessed using a number of measures. Response time and resolution time are among the main metrics contained in alS because they refer to how the service provider handles the outage. The goal should be to fairly integrate good practices and requirements that maintain service efficiency and avoid additional costs. When sending a PSR, the customer must include the expected levels of service as part of the requirement. This has an impact on suppliers` offers and prices and may even influence the supplier`s decision to respond. If you need z.B. 99.999 percent availability for a system and the provider cannot meet this requirement with the indicated design, it can offer another, more robust solution. This ALS does not require frequent updates, as their problems are generally not changed.
It contains a broad debate on all relevant aspects of the agreement and applies to all customers in the end-user organization. It is not uncommon for an internet service provider (or network service provider) to explicitly state its own ALS on its website.   The U.S. Telecommunications Act of 1996 does not specifically require companies to have ALS, but it does provide a framework for companies to do so in Sections 251 and 252.  Section 252 (c) (1) (“Duty to Negotiate”) obliges z.B. established local exchange operators (CIDs) to negotiate in good faith matters such as the sale of dentes` and access to whistleblowing channels. The service received by the customer as a result of the service provided is at the heart of the service level agreement. FP7 IRMOS also examined aspects of translation of ALS terms at the application level into resource-based attributes to bridge the gap between customer expectations and cloud provider resource management mechanisms.   The European Commission has presented a summary of the results of various ALS research projects (from specifications to monitoring, management and implementation).
 SLAs see customers` expectations of the service provider`s performance and quality in different ways.